SJS Solutions, LLC is a provider of consulting services for contact and call centers that focuses on leveraging technology, motivating employees, and establishing metrics to improve operations. The company helps centers implement innovative technologies to reduce costs by 25% while improving customer experience. SJS also leads initiatives to restructure centers, reducing expenses by millions through capacity design and organizational changes. Recent projects include strategic planning for a merger and outsourcing assessments for large contact centers.

1. SJS SOLUTIONS, LLC
Contact/Call Center Consulting

2. SJS Solutions, LLC
A provider of highly effective solutions to
Contact/Call Center organizations that are at
an inflection point in their Customer Service
Lifecycle.

3. SJS Solutions, LLC
Background includes significant experience leading
and growing multi-site contact center operations in
highly regulated industries including financial services,
wireless communications, and insurance/warranty.
Key Areas of Focus
• Leveraging technology tools to drive efficient operations
• Motivating staff to personally connect with customers
• Establishing meaningful metrics to drive effective
business results

4. SJS Solutions, LLC
• Enabling Technology
• Redefines Processes
• User FriendlyTools
• Supportive Structure
• Connect With Customers
• Prepared and MotivatedPeople
• Meaningful To Stakeholders
• Drive Proper Behaviors
• Well DefinedMetrics
Customers
EmployeesShareholders
Operating Model – Target The “Sweet Spot”

5. SJS Solutions, LLC
Proven Benefits
• Implemented innovative technology solutions resulting in
cost reductions of 25% while significantly improving the
customer experience
• Led contact center capacity and design (Centers of
Excellence) initiatives driving organizational restructuring
and multi-million dollar expense reduction
• Developed advanced customer satisfaction initiatives
driving satisfaction levels of 97%+ for Representative
Knowledge and Courtesy

6. SJS Solutions, LLC
Recent Projects
• Defining strategic direction, performing operational gap
analysis, and creating roadmap for consolidation of
customer service organizations to support merger of two
Fortune 500 companies in the transportation industry
• Provided strategic options and framework for outsourcing
decision for large contact center
• Provided decision framework and high level project plan
for contact center consolidation project

7. SJS Solutions, LLC
Contact Information
• Phone: 610-636-1613
• Email: scott.sachs@sjssolutions.net
• LinkedIn: http://www.linkedin.com/in/sachsscott
• Web: http://www.sjssolutions.net
Recent Publications
• What I Learned at Contact Center Demo and Conference (ICMI)
http://www.icmi.com/Resources/Learning-and-Development/2014/11/What-I-Learned-at-Contact-Center-Demo-and-Conference
• Is Your Contact Center Ready For Home-based Agents? (Customer Magazine)http://www.customerzone360.com/inside-every-issue/articles/390261-your-
contact-center-ready-home-based-agents.htm
• Embracing The Opportunity: A Conversation With Scott Sachs About Social Care (ICMI)
http://www.icmi.com/Resources/Social-Media/2014/09/Embracing-the-Opportunity-a-Conversation-with-Scott-Sachs-About-Social-Care
• Predicting The Future Of Customer Interactions (Customer Experience Report)
http://www.customerexperiencereport.com/expert-edge/predicting-future-customer-interactions/
• Metrics: Do They Accomplish What You Want? (ICMI)
http://www.icmi.com/Resources/Metrics/2014/08/Metrics-Do-They-Accomplish-What-You-Want
• Yes, You Can Satisfy All Stakeholders (Customer Magazine)
• http://www.customerzone360.com/inside-every-issue/ articles/ 378846-yes-can-satisfy-all-stakeholders.htm?subscribed=true
• Workforce Management To Workforce Optimization (ICMI)
• http://www.icmi.com/Resources/Workforce-Management/2014/04/Workforce-Management-to-Workforce-Optimization
• How Social Media Has Changed The Contact Center (ICMI)
• http://www.icmi.com/Resources/Social-Media/2014/02/How-Social-Media-Has-Changed-the-Contact-Center